Head of Services Centre - RND Talents

Head of Services Centre

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Seniority level


Employment type


Company and Role Overview

Accelerate your career by joining an international company which offers an end-to-end solution that enables brands and retailers to fast-track their online growth through 50+ global marketplaces. Our Client is a market leader in international trading, managed services and marketplace integrations. They are now looking to hire a Head of Services Centre to shape, deliver and continuously improve the company’s consumer service proposition.

Main Duties:

  • Lead and develop a team of 40+ customer service and data management experts located in both Plovdiv and Sofia
  • Determine and oversee the strategic direction and objectives of the Service Centre in collaboration with the senior leadership team in the company
  • Plan and allocate resources, applying sound business judgement
  • Ensure the team is achieving the targeted service levels, providing regular performance feedback as well as training and development opportunities to staff
  • Establish, monitor and analyze KPIs and immediately implement plans to mitigate risks
  • Maintain customer-centric culture in the team
  • Analyze trends in consumer issues and provide suggestions for improvements
  • Address difficult situations proactively with stakeholders
  • Research and implement innovative tools and applications to optimise business processes and to drive continuous process improvement
  • Conduct financial analysis for the department and manage the departmental budget
  • Provide general office support to ensure positive employee experience and engagement
  • Provide a set of reports to line management and internal customers

Main Requirements:

  • Experience in the BPO sector, managing team's performance & target achievement
  • Bachelor’s or a master’s degree in Business Administration, Project Management, Information Systems, Information Technology, or any other related field
  • Outstanding team management, communication and mediation skills
  • Strong time management and prioritisation skills
  • Intense focus on results
  • Experience with task management systems, service-centre applications and automation tools
  • Tech-savvy and advanced knowledge in Microsoft Excel
  • Change management skills
  • Proficient English speaker
  • E-commerce background and experience with marketplaces - Amazon, eBay, LaRedoute, Lazada, Privalia, etc

Advantages of the Company:

  • Intriguing online business with an international company which works with some of the largest global brands and retailers
  • Make strong impact in a company with flat structure where opinions and ideas are heard & implemented
  • Relish company perks such as 25 days of paid leave, additional health insurance and multisport card